This will be a remote role based out of the Banfield Pet Hospital headquarters in Vancouver, WA.Salary Range: $17.64 - $24.25/hour (DOE)This position may require working weekends. Summary and Qualifications: The primary purpose and function of the Hospital Support Coordinator is to professionally handle a variety of requests from associates, hospitals, and clients in a positive manner.Essential Responsibilities and Tasks:
Live and exemplify the Five Principles of Mars, Inc. within self and team.
Document all calls and resolutions using the necessary software systems, ensuring consistency in service.
Assist hospital teams with invoice adjustments (within practice guidelines) and/or Optimum Wellness Plan (OWP) information, finding resolution while providing courteous and professional customer service.
Provide callers with accurate policy/procedure information and all options for possible resolution, striving for one-call resolution whenever possible.
Maintain up-to-date knowledge of PetWare system to provide step by step usage instructions to hospital associates.
Accurately update databases that support field reporting on adjustments, OWP’s, collections, etc.
Preserve client privacy, security, and company confidentiality.
Educate hospital associates on business standards for OWP’s.
Partner with fellow associates on complicated calls to achieve positive results.
Contribute to the success of the entire call center by assisting other teams during time of high call volume and performing associate training as needed.
Other job duties as assigned.
Special Working Conditions:
Must be hardwired with a minimum 85mbs internet speed.
Must have a quiet space to work.
Ability to work at a computer for long periods of time.
Project timelines and work volume/deadlines may often require more than 40 hours per week to complete essential duties of this job.
Must have mental processes for reasoning, remembering, mathematics and language ability (reading, writing, and speaking the English language) to perform the duties proficiently.
Ability to carry out instructions furnished in written, oral, or diagram form and to solve problems involving several variables.
Requires good hand-eye coordination, arm-hand-finger dexterity with the ability to grasp, and visual acuity to use a keyboard and operate necessary equipment.
Experience, Education and/or Training:
Associate’s degree in Business is preferred, or the equivalent combination of education, training and experience that provides the required knowledge, skills, and abilities.
Two years of Call Center and/or Customer Service experience are required.
Experience in a healthcare environment is preferred.
What We Offer – The Good Stuff:
Competitive salary with paid time off & holidays so you can spend time with the people you love
Medical, dental, and vision insurance for you and your loved ones
Fertility and family-building assistance
Paid Parental leave
Practice Paid Basic Life Insurance
Practice Paid Short- and Long-Term Disability
Competitive referral program – join our team, bring your friends, and get paid
Automatic enrollment 401(k) Savings Plan after 60 days of employment with generous company match
Commuter Benefits
Legal Plan
Health Savings Account & Flexible Spending Account
Mental health support and resources
Paid Volunteering
Optimum Wellness Plans® for up to three pets
Continuing Education allowance & MED hours for eligible positions
Student Debt Relief (for full-time DVMs)
A Variety of discounts including Mars, PetSmart, Royal Canin, fitness, cellular and so much more
Even More Good Stuff:
Opportunities for growth and leadership roles at Banfield, Mars, and other divisions of Mars
Health and well-being benefits to support quality of life
Associate-led equity, inclusion, and diversity groups (we have 7 of them!)
Awesome opportunities to volunteer through Mars Volunteer Program, like volunteering at coral reef cleanups or on research vessels!
Terms and conditions applyBenefits eligibility is based on employment statusWE ARE A DRUG-FREE, SMOKE-FREE, EQUAL OPPORTUNITY EMPLOYER.Banfield Pet Hospital® strongly supports and values the uniqueness of all individuals and promotes a work environment where diversity is embraced. Banfield Pet Hospital is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, genetic information, status as a protected veteran, or status as a qualified individual with disability. Banfield Pet Hospital complies with all applicable federal, state and local laws governing nondiscrimination in employment in every Banfield location. #FT
